Layer is slow, blank or behaves oddly in your browser
Last updated: October 12, 2026
Layer loads to a blank or error page, runs slowly, or a part of it (the 3D viewer, a sign-in window, the clipboard) does not work in your browser. Find what you see below.
Before anything else, check whether the problem is on our side: a banner in the sidebar shows an ongoing incident or maintenance, and Help & Resources > Other Resources > Status opens the status page.
The page is blank or shows an error
Something went wrong
A page with Something went wrong and a Reload page or Try again button means part of the app failed to load. Click the button. If the same page fails again, check the status page from the link on the error page, then try the steps under The problem is only in your browser below.
When only one panel shows couldn't load (for example Navigation couldn't load), the rest of the page still works. Click Try again in that panel.
Layer is down for scheduled maintenance
Layer is being upgraded. Nothing on your side will fix it; follow progress with View status and come back when maintenance ends.
A new version is available
We released an update while you had Layer open. Click Reload on the message when you reach a good moment. Until you do, parts of the app can behave oddly because the page is running the previous version.
The page reloads on its own or shows Loading…
When an update lands while you work, the page can no longer fetch parts of the previous version, so it reloads itself to pick up the current one. This is expected and keeps your work: generations run on Layer, not in the tab.
The connection keeps dropping
You are offline or Reconnecting…
The sidebar shows You are offline when your browser loses the network or Layer's live connection drops, and Reconnecting… while it tries again. Generations already started keep running on Layer; their results appear when the connection returns and the sidebar says Back online. If it does not reconnect, check your network, then reload the page.
If Layer works on one network but not on another, such as a company network or VPN, network restrictions there may be blocking it; your IT team can check.
Layer is slow
A large board or library is sluggish
A session board with hundreds of items, or many full-size videos and 3D models open at once, uses a lot of your computer's memory and graphics. Close other heavy tabs, split long-running work into several sessions, and filter the board or library to what you are working on.
Everything is slow after Layer has been open for hours
Reload the tab. A long-lived tab holds on to every preview it has shown. Reloading frees that memory; your sessions and files are saved on Layer.
The 3D viewer, worlds or material previews don't show
Failed to load 3D model
Failed to load 3D model with The file may be corrupted or in an unsupported format. has two causes. If other models open fine, the file itself is the problem: see A file won't upload. If no model opens, your browser cannot draw 3D graphics (WebGL).
Fix for WebGL: turn on hardware acceleration in your browser's settings (in Chrome and Edge, Use graphics acceleration when available under System), restart the browser and update your graphics driver. Remote desktops and some virtual machines do not offer WebGL at all; open Layer on the machine itself.
A world or PBR material preview stays blank or keeps loading
Worlds and material previews need the same WebGL support as the 3D viewer, and a large world needs more graphics memory. Apply the WebGL fix above. For a large world, pick Fast instead of Full detail in the viewer. This world could not be loaded. means the file did not download: reload and open it again.
The problem is only in your browser
A browser extension is interfering
Ad blockers, privacy and script blockers, and some password or translation extensions can stop sign-in windows, live updates or previews from loading. Open Layer in a private window, where most extensions are off. If it works there, turn your extensions off one by one in the normal window to find the one responsible, then allow Layer in it.
Stale files or site data
If Layer misbehaves in one browser but works in a private window with extensions off, clear Layer's site data: in the address bar, open the site settings for layer.ai and clear its cookies and site data, then sign in again. This signs you out of Layer in that browser; nothing in your workspace is lost.
An old or unusual browser
Layer is built for current desktop browsers. Update your browser to its current version. If the problem persists, try another browser, such as Chrome, to see whether it follows you; tell support which browsers you tried.
A window or permission is blocked
Your browser blocked the window
Connecting a service opens a sign-in window. When the browser stops it, you see Your browser blocked the followed by the service's name. Allow pop-ups for layer.ai in your browser (usually from the icon at the end of the address bar), then try again.
Couldn't read clipboard or Failed to copy image
The browser refused clipboard access. Allow clipboard access for layer.ai in the site settings, or use Download or upload the file instead of copying and pasting.
Still stuck?
Contact support from Help & Resources > Talk To Us in Layer. Include your browser and its version, your operating system, the page you were on, the message exactly as it appears, and whether it also happens in a private window. A screenshot of the browser's console helps if you can take one. Contact support with the right details lists everything that helps.